Transcript If You Build It, They Will Come: Driving End User Adoption

If You Build It, They Will Come:
Driving End User Adoption of
SharePoint
Scott Jamison
Managing Partner, Jornata LLC
[email protected]
Session Info
• Part 1: The Challenge of Adoption
• Part 2: Must-Have Elements in Your Adoption
Strategy
• Part 3: Must-Have Resources
Part 1:
The Challenge of Adoption
Adoption Does Not 'Just Happen'
Reach critical mass to stay in the game
VHS and Betamax: adoption x time
Tipping point
Crossing the Chasm
critical mass
critical mess
Why SharePoint Adoption Can Be Hard
• What is SharePoint exactly?
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Collaboration
Portal
Search
Content Management
Applications
About 20 other things!
• Users don’t necessarily *have* to use SharePoint
to get their job done
▫ Example: Payroll system vs Sharing files
• New way(s) of doing something – cultural
changes take 18-36 months to stick
Adoption Curve
The Roll-out strategy must focus on most effectively getting employees to
adopt the portal over time
When adopting a new tool, users typically pass through five stages, each involving a
progression of behaviors and needs . . . here are three of the key stages:
Awareness Learning
Trial
Application
Adoption
Adoption
100%
Stage/Time
User achieves awareness of the
new technology and begins
forming perceptions around its
importance and value.
User experiments with the tool on current
projects to experience tangibly how it fits with
current modes of working. Obtains real-time
under-standing of benefits and experience.
User obtains an understanding, both theoretical and
demonstrated, of the tool’s fundamental attributes, such
as what it does, its value, how to use it, and how it
integrates with existing work processes.
User incorporates the solution as an
indispensable tool. As such, the
solution is a formal element within
specific stages of work processes.
User applies the technology regularly and gains
greater familiarity with it, specifically as it
relates to fundamental tasks.
Accelerating Users Enlightenment
Create a comprehensive adoption plan
Perceived Value
Growing confidence and value
inventor
advocate
productive
aware
skeptic
clueless
Conquered skills &
confidence
Elements in planned approach
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Responsibilities & Sponsors
Super Users and Influencers
Communications and Buzz
Training
Community
Context
Governance & Support
What Users Want
• Connecting SharePoint to Biz Goals
▫ Users want to see the connection
▫ Outcomes, not requirements
• Elegant Solution Design
▫ Don’t make users go through five screens to do one
task
• ‘WIIFM’
▫ “What’s in it for me?” – users want to understand
what they get out of using the system (why they
have to add metadata, for example)
Part 2:
Must-Have Elements to Your
Adoption Strategy
Must-Have Elements
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Communication Plan
Training Plan
Content Conversion Plan
User Support Plan
Incentives and Reward Plan
Communication Plan
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Leverage Experts and Champions
CEO Memos
Town Hall Meetings
Break Room Posters
Other Fun Ideas:
▫ Online Scavenger Hunts
▫ “Birth” Announcements
▫ Launch Parties
• Make sure you have an ongoing plan for
continuous communication
Training Plan
• Training: Not just for Developers and IT
• Also For:
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Power Users (Site Owners)
Visitors
Members
Web Content Contributors
Workflow Approvers
• “just-in-time and just enough”
Content Conversion Plan
• It’s critical that important information gets
moved to the new system
• Several Options:
1. Clean and migrate everything
2. Migrate nothing; Index old content
•
New content only in new system
3. Clean and migrate recent content only.
• Don’t Migrate without Cleaning!
User Support Plan
• Contact Person for Every Page
▫ Use pictures and contact info
• Internal Site Owner User Groups
▫ Empower users to help each other
• Get the IT Help Desk on board
▫ Giving users power means more questions
• End-User Feedback Loop
▫ Get feedback in two ways:
 Metrics-based (number of users, rating scale, etc)
 Anecdotes (good/bad experiences)
• End-User resources (guides, help, etc)
Incentives & Reward Plan
• Answer WIIFM
▫ Show (with real data) why something is useful
• Make It Fun!
▫ Buck the company culture
• Provide Recognition for Content Contribution
▫ Money talks; so do titles & certificates
• Have a Fantastic User Experience
▫ Invest in an information architecture
Part 3:
Must-Have (Free) Resources
SharePoint Buzz Kit
Resources for Rollout and Launch
Posters and announcements
Brownbag sessions and slides
Video demos for kiosks
Training and certificates
SharePoint Adoption Kit will be updated
for SharePoint 2010
http://sharepoint.microsoft.com/rampup/sharepoint/Pages/buzzkit.aspx
SharePoint Training Kit
Let users learn at their pace
Videos, articles and interactive tutorials
Portal and Standalone editions
E-learning and SCORM compliant
Reporting features
Web-based completion assessment
Will be updated for SharePoint 2010
http://www.microsoft.com/downloads/details.aspx?FamilyId=673DC932626A-4E59-9DCA-16D685600A51&displaylang=en
• demo
The Productivity Hub
Continuously Updated Content for Users
• Format: Pre-loaded SharePoint
site collection
• Content: End user productivity
training in a variety of formats
(documents, videos, podcasts,
etc.) with free quarterly updates
• Blog: Tips and tricks for end
user productivity
• Train the trainer: Coach
program
• Products: Office 2007 and
SharePoint Server 2007. Will be
updated for 2010.
http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=277fefcad62f-41bc-943d-79002254cfee
http://templates.wssdemo.com/sites/productivity/Pages/SharePoint.aspx
Get the Point Blog
http://sharepoint.microsoft.com/blogs/GetThePoint
• Guest bloggers
• Weekly tips and tricks
• Mapping business problems to features
YouTube: The SharePoint Channel
http://www.youtube.com/sharepoint
The Demo Spotlight
• http://sharepoint.microsoft.com/tryit/demos/Pages/Mash-Rentals.aspx
Computer-Based Training
http://learning.microsoft.com/manager/catalog.aspx
End-User Reference
• In the back of the book…will send you the PDF
for free! (And a free chapter from the next book)
Summary
• Understand the Challenges
▫ Adoption won’t happen magically (even though you
want it to)
• Have a Plan
▫ Use one or more angles (communication, training, user
support, etc)
• Use the Great Resources Out There
▫ Many are free!
Contact Info:
Scott Jamison
[email protected]